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March 14, 2017June 13, 2021Nedyalko Kostadinov

From customer centricity to customer delight

GemSeek
  • Telecommunications
  • Healthcare
  • Industrial Production
  • Consumer Goods
  • Customer experience
  • Text Analytics
  • Advanced Analytics
  • Market Research

What does customer experience mean for your organization? Now that we have officially closed GemSeek’s CX Trends survey, find out what professionals like you do to turn customer experience into a competitive advantage.

Most surveyed professionals define CX as delivering an experience that meets clients’ expectations. There are as many approaches to achieving this as there are organizations around us, but the biggest barrier our respondents face seems to be linking customer experience to financial results.

To optimize their efforts in 2017, organizations have planned to focus on four elements:

  • Influence mapping – to target sales efforts
  • Touchpoint measurement – to boost actionability
  • Customer Journey – to track the full experience
  • Net Promoter Score (NPS)® – to measure the effects

In the PDF below, we offer an overview of the findings and discuss each of these elements.

Download PDF
Got questions? Get in touch and one of our experts will contact you with customized advice!

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  • Accelerating Analytics
  • Marketplace Optimisation

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Resources

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  • The CX Impact Podcast

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Copyright NPS® is a registered trademark, and Net Promoter Score℠ and Net Promoter System℠ are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.